CUSTOMER FEEDBACK SOFTWARE

Customer feedback is the intelligence organizations need to design new experiences, and improve existing ones. It’s how you get the customer experience right for every customer, every time. It’s where customer satisfaction and loyalty begins.

By listening to your customers, you can understand what they want, their level of expectation and how well you’re meeting those needs. If a customer is frustrated, something clearly went wrong and needs to be fixed. By listening and understanding that feedback, you can work out the root cause of the issue and fix it so it doesn’t happen again. This keeps customers satisfied and increases their likelihood of remaining loyal because they feel heard and understood.

The best way to collect customer feedback is through a multi-pronged approach. There are various ways to collect customer feedback, your best bet is to take advantage of them all to get a complete picture about how your customers think, feel and act. Your customers might fill in a survey you’ve directly sent them to ask how satisfied they were, or how likely they are to recommend to a friend. Or you might actively listen for feedback on the channels your customers typically spend their time. This is indirect feedback and allows you to understand what people are saying about your company, wherever they’re saying it. Whether that’s the contact center, social media or online reviews—and everywhere in between.

Only by combining direct and indirect feedback can you build a comprehensive understanding of what every customers thinks, feels and does in real-time. At scale. It’s a powerful combination

Customer feedback software is the technology that brings the voice of the customer into one place, so you can easily see how they feel, what they want, and importantly, how best to meet their needs. The best customer feedback software is one that collects and analyzes vast sums of data in the moment, and automatically sends an action plan to the appropriate teams so they can do something about it. Notice there’s a faulty upgrade button on the website? Your digital team will be notified in no time.

Think of customer feedback software as your trusty sidekick. Traditional feedback methods often have a lag meaning by the time you’ve acted on customer feedback, it’s too late. The best customer feedback software is on hand 24/7. It helps you understand what customers are saying about you wherever they’re saying it, and what you should do about it, in real-time. Giving you the tools you need to make sure that every experience is as good as the last so customers come back time and again.